Beyond Philosophy recently conducted a global survey on Customer Experience Management asking Heads and Directors of CE the question: ‘what is the one question you would like answered about Customer Experience?’ The results shown in figure 1 indicate the struggle...
There seems to be a common misconception that improving your organization’s Customer Experience will cost more money. In my experience this is not the case, in fact the opposite. Improving your Customer Experience saves money. Let me give you some examples. Many...
When the experience betrays the words: How to get the right balance between sales messages and the actual customer experience Nokia became the latest company to get the ratio between the sales message and the actual experience wrong. I know many organizations are...
According to the Edelman 2012 Trust Barometer the levels of trust with companies has shown a drop from 56 to 53 %. The trust in CEO’s has dropped by 12 points to 38%. I am not surprised by this. It seems that too many companies are prepared to do whatever it takes to...
With healthcare reform around the corner, although somewhat dependent on the Presidential election, many healthcare insurance companies are now scurrying around in fear of the ‘exchanges’. They are worried the exchanges on the online sites will show a side-by-side...
